Account Support Management
This role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Account Support Management is a remote client position responsible for delivering in-scope contracted services and ensuring proactive activities are delivered according to Service Level Agreements to enable profitability. You are accountable for maintaining a high level of customer satisfaction that results in revenue growth and account retention by understanding how business needs align with technical solutions, clarifying customer needs and setting appropriate expectations.
**How you will make your mark**:
- Leverage business and technology understanding to partner with key stakeholders in creating proposed solutions for customer.
- Proactively maintain high-level technology knowledge, operational expertise and understanding of industry trends.
- Utilize account support planning to identify business indicators and map to service solutions.
- Communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of HPE.
- Leverage active listening and knowledge of HPE solutions to identify areas of additional services and incremental revenue growth.
- Balance internal needs with customer needs within defined parameters.
- Lead key stakeholders through issue/risk management and the development of mitigation/elimination plans.
- Support customers in business and technical problem management by connecting them to broad capabilities and expertise within the organization.
- Identify potential customer satisfaction issues, engage appropriate owners, and keep key stakeholders informed.
- Manage key stakeholder expectations in alignment with contractual requirements as part of the escalation process.
- Provide inputs to operating model and programs that may affect account management.
- Mentor junior level team members.
**About you**:
- First Level University Degree or equivalent combination of education & experience
- 6-8 years' experience in customer service
- Fluent in written and verbal English
- Project Management capabilities
- ITIL v3 Foundations certified / ITSM experience is an advantage
**Personal skills and qualities**:
- Develop and nurture meaningful relationships in a virtual environment
- In-depth knowledge of industry standard core technologies (Compute, Storage, Cloud, etc) and future direction.
- Written and verbal communication, presentation, and persuasion skills; mastery in English
- Ability to initiate and guide difficult conversations
- Anticipate customer needs, develop proposed solutions, and build consensus with key stakeholders
- Experienced knowledge of change management process tools in complex environment
- Demonstrate leadership skills in a dynamic environment with multiple priorities and focus on top goals
- Continuously adapt and evolve to align with fast-paced market
- Excellent influencing, active listening, and negotiation skills
**Join us and make your mark!**
We offer:
- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development
- An amazing life inside the element! Want to know more about it?
Then let's stay connected!
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need.
LI-Hybrid
**Job**:
Services
**Job Level**:
Expert
**Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.**
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
